Welcome to CragX’s online shop. We provide this service subject to the terms and conditions set out here. By visiting our on-line shop you accept these conditions; please read them carefully. These terms and conditions do not affect your statutory rights and shall be governed by UK law.
About CragX
CragX is a trading name of Foundry Climbing Services Ltd.
Unit 2, 45 Mowbray Street
Sheffield
S3 8EN
Phone: 0114 2769741, email: shop@cragxclimbing.com
Registered in England, reg no. 04317142. VAT number 836383801
Ordering and payment
You may order directly through the automated shopping cart on the website or over the phone. (All goods offered for sale on our on-line shop are also available in our bricks-and-mortar shop in Sheffield.)
For online orders you will receive an automated email confirmation detailing the order, including any postage costs. These emails are confirmation of the details of your order and do not constitute a binding agreement by CragX to supply the goods. A binding agreement is entered into when we notify you that we are processing the order.
Our website shows live stock levels so if you can see it we should have it in stock. However, errors may occasionally occur in our stock record. If any part of your order should be out of stock or if there is any other problem we will contact you by email to tell you in detail what the problem is and give you the option to wait or to cancel or amend the order. We never send alternatives without first agreeing this with you.
Online and telephone orders can be paid for with Visa, Mastercard, Maestro, Electron, Solo and American Express. We use SagePay (a secure payment service provider) to process online card transactions, at no point do we receive a copy of your card details.
Delivery times and postage charges
Postage is free on all UK orders of £15 or over, we charge £2.50 P&P for orders of £14.99 or less. Postage charges to other EU countries vary with the size and weight of the items being shipped. Charges will be clearly displayed in the shopping cart before you complete your order.
Most orders are dispatched on the same or next working day but at busy periods orders may be dispatched up to two working days after being received. In the unlikely event that there is a problem with the order that prevents a timely dispatch we will always contact you and give you the option to cancel the order.
Orders are sent by Royal Mail (First Class Recorded) or Deltec Couriers, depending on size and weight. All our deliveries require a signature; please try to give a delivery address where someone will be available to sign for the package.
Your right to cancel
You may cancel the order at any time up to 7 days after you receive the goods. Please notify us by email or telephone of your wish to cancel.
If you cancel before receipt of the goods you should refuse delivery and the goods will be returned to us. In such cases you will receive a full refund of all charges when we receive the goods or when they are accepted as lost by our carrier.
If you cancel the order after receipt or accept delivery in spite of having cancelled you will be responsible for returning the goods to us at your own expense, please note that the goods remain your responsibility until they are received by us.
Goods must be returned complete with all packaging. You will receive a full refund of all charges when we receive the goods.
Note that DVDs cannot be returned once the packaging has been opened unless they are faulty.
All returns must include sufficiently detailed information for us to be able to identify you and the original order, it also helps if you tell us what you want us to do with the goods (do you want a refund or to exchange for a different product/size?). Please include your contact details so we can contact you with any questions. Goods returned with insufficient information will usually be left in a safe place until you contact us to clarify what they are.
The goods remain your responsibility until they are received by us. If using Royal Mail a certificate of posting (available free) offers limited compensation cover, for medium-high value goods we recommend using Special Delivery which will provide you with full cover in the event of loss. We cannot refund or compensate you for goods which never arrive with us, so please ensure you are happy with the level of cover provided by your chosen postage method.
We prefer goods to be returned in the original packaging but accept that this is not always possible. New PPE goods must be returned complete with the CE certification that they were originally supplied with.
We usually process returns the same day we receive them but it can take up to two working days at busy times. Returns that arrive with no supporting information may not be processed until you contact us to clarify what they are.
Returns of faulty goods
If you need to return any goods because they are faulty please contact us to discuss the fault before posting the return. In most cases you will need to post the goods to us at your own expense, please note that the goods remain your responsibility until they are received by us.
Warranty returns should be returned in a clean condition. We don't expect everything to be professionally cleaned but do expect it to be properly dried and free of excrement, mud, chemicals and any other offensive or hazardous material.
All returns must include sufficiently detailed information for us to be able to identify you and the original order. Please include your contact details so we can contact you with any questions.
We usually process returns the same day we receive them but it can take up to two working days at busy times. Goods returned with insufficient information will usually be left in a safe place until you contact us to clarify what they are.
The goods remain your responsibility until they are received by us. If using Royal Mail a certificate of posting (available free) offers limited compensation cover, for medium-high value goods we recommend using Special Delivery which will provide you with full cover in the event of loss. We cannot refund or compensate you for goods which never arrive with us, so please ensure you are happy with the level of cover provided by your chosen postage method.
Privacy Notice
The following is a very brief summary of our privacy policy. Please see our full privacy notice for complete details.
We do collect information about you by the use of cookies and web beacons and from contact or registration forms which you fill in. By using this site you agree to us gathering information in these ways.
We use the information we hold on you for the purposes of fulfilling any orders you make and for marketing purposes. You may ask us not to use your information for marketing by emailing us to establish this preference.
We will not share your details with other parties unless required to do so by law or law enforecement agencies, or in certain specific very circumstances such as if our company is purchased by another.
Security
To protect your online transactions, we use a technology called Secure Sockets Layer (SSL). If your browser is capable of SSL (most are) your personal information will be automatically encrypted, before it is sent over the internet.
We use SagePay to process online card transactions, for more information visit http://www.sagepay.com
Please be aware that at no point is CragX passed any details regarding your card.
